When the iconic Taj Mahal Palace in Mumbai recently reopened the doors to its restored Palace wing, it was a momentous occasion not only for Taj Hotels Resorts and Palaces, but also for the hospitality industry in India.
Indian Hotels Company Limited, the Tata Group firm that owns Taj hotels, saw an opportunity in the adverse situation, which arose after the property was severely damaged during the November 2008 terrorist attacks in Mumbai. The heritage wing of 107-year-old Taj Mahal Palace reopened on India’s Independence Day. The group said it has fulfilled the promise of rebuilding the Taj to its former glory.
An extensive restoration was carried out by established players Lissoni Associati, Milan; BAMO, San Francisco; DesignWilkes, Malaysia; and James Park Associates, Singapore. The Art Life Restoration Trust in Delhi also played a significant part in the refurbishment.
Misra said this re-interpretation of the historical rooms and suites ensure an unforgettable experience that encapsulates a slice of history, romance, legend and fable, along with the highest standard of luxury for the guest.
The enhanced service in the Palace wing consists of a new arrival experience in Jaguars, butler service for all guests, an upgraded sleep experience, an upgraded bath experience, all-day Palace lounge service with complimentary hot beverages, and a leisure experience and heritage experience, according to Misra.
“During the restoration planning process, we have reached sensitive and appropriate solutions for all the areas, which will provide a guest experience offering the utmost in luxury and comfort, while always respecting the provenance of the heritage building,” he said. “Most certainly, with a building of this stature, with so many of its original architectural features intact, there was no shortage of inspiration, and this has resulted in an interior of appropriate refinement and elegance, achieved within the framework of the buildings’ recognizable idiosyncrasies.”
The interiors are unmistakably classical in origin, Misra said, while a strong sense of place is conveyed in the antiques and artifacts of the public spaces, and, more subtly, in the artwork, accent fabrics and pattern language of the guestrooms and suites.
“The design schemes are quite timeless, neither overly historic nor trendy,” he said. “The public areas reflect the formality and grandeur of the original building’s design, providing appropriate comfort within a formal framework of layout and detail. The guestrooms have a more relaxed, residential ambience, yet through their architectural details they never lose their formal background. Even though there have been many cosmetic changes over the years, the formality and grandeur of the original building’s design is unmistakable. The look of solid strength of the exterior shell gives the subsequent interior spaces a welcoming, protected feel—perfect for a hotel, acting as one’s home away from home.”
While the attack of November 2008 made for a difficult experience, the hotel resumed services in the Tower wing within days of the events.
“For the reopening of the Palace wing, we took this as an opportunity to make changes and up gradations to the standard of service, rooms and other amenities. Thus, now the Palace wing is rejuvenated to cater to today’s discerning guest, who is looking for understated luxury with an upgraded business technology experience,” Misra said.
Last year on 26 November, The Taj Mahal Palace & Tower Hotel, Mumbai staff and their families held a remembrance meeting that paid respects to those who were killed. There were multifaith prayers held for peace and harmony.
R K Krishna Kumar, vice chairman, Indian Hotels Company, said that the group lived in a shadow of catastrophe. “It was an astonishing blow to us when 31 precious lives were lost on the property,” he said after the incident.
The group believes its efforts will go a long way to ensure Taj can enhance its customer acquisition and retention rate. It spent around USD 45 million, and the number of suites has been reduced from 45 to 42. The Palace will still be the luxury arm—rooms will start at USD 435 published rate and suites will start at $1630. The Presidential suite will be around USD 13,000.
In May, Taj reported that it incurred a consolidated net loss of USD 29.8 million in 2009-10 compared to a net profit of USD 2.6 million a year ago, owing to slowdown in its domestic and international businesses. Net sales, during the period, declined 6% to USD 534 million. Closure of the Palace wing is partially responsible for the decline.
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